my dog had an operation for a luxating patella a number of years ago and about 2 weeks ago he had an accident in the house ,which resulted in a limp .I took him to the vets who examined him and determined that his kneecap was fine and unaffected but recommended X-Rays to see what the problem was .Having spoke to Animal friends and explaining (exactly as I have explained here )what had happened and if the pins had moved in his leg due to the accident would he be covered ?. I received an e mail telling me that he wasn't covered for a luxating patella even though i wasn't claiming for that but for X-Rays .Spoke to somebody else and they said apply for pre-authorisation from the vets .Did that and again it was declined .They will not pay for me to have X-Rays taken to determine what the problem is so I have had them done and the vet said it was a ligament problem and I should get some physiotherapy for him as he is still limping but not in pain . Rang again and started to explain what had gone on and I was cut off .The staff either do not know what they are doing or they have been told not to speak to to anyone who's claim has been denied .I never knew that this Insurance firm used staff who could see into the future and decide,even before a vet has decided exactly what is wrong with my pet dog ,without any proof of what they are saying .Disgusting .I will make a formal complaint as i will try to get my X-rays paid for (£99 excess and 20% cost ) but even if they pay I will cancel my insurance with them on the understanding that they have broken their contract with me and my dog appears to have a luxating patella problem regardless of the facts .